Suggestions and Complaints

We strive to give our patients the highest possible standard of care, and to act quickly if problems arise.

If you have any comments, suggestions or complaints on any aspect of the service we provide, please bring this to our attention as soon as possible to allow us the opportunity to address your concerns and, if necessary, conduct a full investigation.

In the first instance, please speak to a member of the administration team. In the event that you are unhappy with the results of this discussion then please write to the Practice Manager at;

12 Carswell Wynd
Auchtermuchty
Fife, KY14 7AW

We also display a suggestions box in our reception area.

Change of Personal Details

If you change your name, address or telephone number, please notify us immediately so that we can amend your records. If you change address and move out with the Practice area, we will have to ask you to register with another practice nearer to your new home.

Discrimination Policy

We are committed to a policy of equality in the provision of our services and our aim is to ensure that no patient, or any other person wishing to access and make use of our services, receives less favourable treatment on the grounds of race (includes colour, nationality, ethnic and national origins), sex, sexual orientation, marital status, disability, or of other conditions not justified in law.

Access to Patient Information

Under the Data Protection Act 1998 you are entitled to access your clinical records or any other personal information held about you. Please contact the Practice Manager for more information.

Your Medical Records and Confidentiality

The sensitivity of patient information is well-understood within the NHS. As a patient of this practice, your medical records are confidential and are accessible only to the members of the Primary Health Care Team involved in your care. All our staff are trained to respect their duty of confidentiality to you and have this written into their Contracts of Employment. We keep paper and electronic records securely to prevent unauthorised access or misuse. Whenever practicable, we remove references to personal details such as your name and address and often restrict this further to reduce the chances of anyone identifying a record as relating to you.

As a teaching/training practice, there may be occasions when other healthcare professionals – such as audit/research assistants – require access to your medical records as part of approved research projects, or medical visitors who require access to ensure high standards of care are being maintained by the practice. You should be reassured that all persons who have access to your medical records are bound by the same rules of absolute confidentiality as members of the Primary Health Care Team.

Patient’s Rights and Responsibilities

Our receptionists are trained to treat our patients with courtesy and respect. We expect the same treatment from our patients. We understand how frustrating it can be if your appointment is delayed. However, sometimes these matters are beyond our control.

Violent and abusive treatment of our staff will not be tolerated. A patient may be removed from the Practice list if they are violent or abusive to any member of our staff.